Field Operations Manager

General Summary

Candidate will support Kia America’s (KUS) Fixed Operations Field team to improve KUS’ overall fixed operations performance including owner service satisfaction (CSI), EV Evolution, service retention, first year service loyalty, parts & accessory sales, dealer parts inventory management, service & parts marketing and dealer profitability via monitoring/analysis of regional performance and development of strategies, processes, tools and motivational activities to affect positive change.
 
The Manager will be the primary conduit for the coordination of assessments, implementation, and execution of all field/dealer Fixed Operations programs, projects & activities, including data collection, training, analysis, performance measurement, administrative support, field surveys, field/dealer communications, and systems/processes as necessary to drive improvement and ongoing go-to-market strategy development. This strategy will include assisting in establishing fixed operations objective setting and quarterly field incentive program management / result tracking. 

This candidate will be responsible for occasional travel to the regions to provide training or field follow-up on relevant programs especially during roll-out periods. The Manager will collaborate with other managers in support of program launches & implementation strategies/tactics and will develop Executive Approval Decks as required to secure organizational buy-in and funding approval. 

Position requires creativity, strategic planning, and organizational skills to maximize successful execution and follow-through on new and continuing Service Operations programs and activities. Knowledge and understanding of both wholesale and retail automotive operations are needed regarding all areas of Service Operations. An awareness of the relationship between automotive manufacturers and the retail network is also required. 

Essential Duties and Responsibilities

1st Priority - 50%

• Responsible for KUS service team field support, communication strategy, reporting, assignment tracking, and field performance oversight. 
• Support the successful launch, implementation, execution and sustainment of Service Operations initiatives and achievement of department objectives. This includes support for programs, tactics, training, and coordination with Regions. Examples of initiatives include: KDART fixed operations business planning and Service Performance Report management. 
• Provide department management with ongoing tracking & analysis of program and objective attainment status. This includes developing tracking reports, analyzing & reporting results, communicating with regions, corporate management. 
• Produce weekly/monthly status reports for field follow-up and KUS/Kia HQ Executive review. Assist in the development of department presentations for various audiences as required.

2nd Priority - 20%

• Responsible for all field team communications and development / execution of field/dealer surveys, assessments, assignments, and audits, as necessary.

3rd Priority - 15%

• Responsible for Service Retention and First Year Service Loyalty (FYSL) strategy, tracking, and management. Coordinating with the Service Operations management.
• This role involves maintaining vendor relationships, strategic insight in the development and implementation of retention dashboard enhancements and delivering comprehensive reports to drive performance improvement. 

4th Priority - 10%

• Manage all key Service Operations Dealer facing website content (KDealer+). This includes ensuring all content is current, and requires management of all stakeholders to update & create new content on a regular basis.
• Responsible for creating and updating all field manager training, guides, and best practice materials.
• Manage Kia Technician Apparel program, including vendor relationship and KUS revenue tracking.

5th Priority - 5%

• Coordinate and facilitate Service Advisory Group meetings and District Parts & Service Manager (DPSM) Advisory meetings (quarterly), bi-weekly Regional Parts & Service Manager (RPSM) conference calls, and support other Service team meetings as needed. 
• Ensure effective coordination of all follow up/action items from KUS stakeholders in support of KUS field teams.
   

Qualifications/Education

• A bachelor’s degree from an accredited college or university or equivalent experience and demonstrated skills.

Job Requirement

Overall Related Experience:

• 5-8 years’ experience in the automotive industry, retail and/or corporate with dealer contact experience preferred.
• 3 years’ experience in field service management preferred.
• Project management experience in a wholesale automotive environment or equivalent industry.

    
Directly Related Experience:

• Must have deep understanding of retail service and aftersales operations, owner satisfaction processes & key drivers of change, and service & parts marketing.
• Experience with an automotive retail dealership service and aftersales operations is highly desirable.

Position Requirements:

• Occasional travel may be required domestically and/or internationally. 
• May need to work additional hours outside of normal business hours as required by the job, including weekends or holidays.
• Perform other duties as assigned.
   

Specialized Skills and Knowledge Required

• Strong oral/written communication skills
• Strong project management skills
• Strong data analysis skills
• Strong PC skills (Word, Excel, PowerPoint), PowerBI experience preferred.
• Ability to lead design and implementation of successful training programs.